Software offers comprehensive IT department solution.
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Press Release Summary:
Touchpaper ITBM Suite v7.2 provides accurate, real-time view of any application and data source in single user interface for service desk personnel. Featuring OOTB tools for organizations to customize and address requirements of their own integration environment, it encompasses range of APIs at database, application, and client levels. Software integrates with Microsoft Word and Zip Code applications, as well as various desktop management tools.
Original Press Release:
Touchpaper® Introduces New Out-of-the-Box Integration Tools and Establishes Specialist In-House Integration Team
Version 7.2 of Touchpaper ITBM Suite provides accurate, real-time view of any application and data source in a single user interface; delivers broader range of functionality and improved service quality from the service desk
New York, NY - June 27, 2007 - Touchpaper® has today announced the latest release of the company's IT Business Management (ITBM) suite, version 7.2, which includes a series of new out-of-the-box (OOTB) and customizable integration tools together with the creation of a specialist in-house integration team. Using version 7.2, service desk analysts will hold an accurate and real-time view of any application and data source within a single, intuitive user interface, helping the IT department to maximize a diverse range of applications and deliver a much broader range of functionality from one place, within a service desk environment.
The combination of advanced technology and a team of experts dedicated to customized integration projects provide Touchpaper users with an end-to-end solution for their total integration requirements within a service desk environment.
Touchpaper has introduced a three-tier approach to its integration strategy and associated solutions portfolio, comprising:
OOTB integration tools;
Tools that enable organizations to customise and address the specific requirements of their own integration environment; Touchpaper in-house Integration Team to define, manage and implement customized integration projects on behalf of customers.
Out-of-the-box integration tools
Today's announcement underlines Touchpaper's strategy to work closely with best-in-class technology and services partners such as Microsoft®, Novell®, Oracle®, LANDesk®, Business Objects, Autonomy® and HP to deliver best-in-class IT service management solutions.
For example, the latest version of Touchpaper's ITBM suite fully supports Microsoft Windows Vista applications. By supporting the latest desktop environment from Microsoft, customers wishing to adopt Vista, Microsoft's new operating system, need not be constrained by the compatibility of their current service desk environment. Furthermore, Touchpaper is maximizing the additional functionality that Vista provides and plans to pass this on to its customers, for example, using Really Simple Syndication (RSS) feeds to deliver information to the right people at the right time. This means that analysts can be updated on relevant activities as they occur in the service desk, for example, when an incident is logged from a specific department or server.
Touchpaper also provides enhanced integration to applications such as Microsoft Word and Zip Code applications to facilitate the day-to-day activities of first line IT support analysts and customer service agents. In addition, Touchpaper integrates with desktop management tools, such as LANDesk, Microsoft SMS and Novell ZENworks, and network management tools including Castle Rock SNMPc.
Touchpaper's OOTB integration capabilities empower organizations to utilize the full potential of the tools of many vendors from within the Touchpaper system, as well as share and update static and transactional records between applications in real-time and from a single, intuitive user interface.
For example, if an organization wishes to remote-control an end-user's PC using LANDesk Management Suite or Microsoft's Systems Management Server, it can do this directly from the appropriate Configuration Item (CI) within the Touchpaper system.
If an organization using Castle Rock SNMPc wishes to raise and close an incident every time a specific server hits 70% utilization, this can be done automatically and it also facilitates a complete audit trail of capacity utilization within the Touchpaper system.
Customizable integration tools
Touchpaper provides a range of additional tools that enable customers to configure their own integration environments without the need for complex application development. These tools can be used to integrate diverse applications as and when required which increases the functional scope and information available within the Touchpaper software.
For example, an organization using Touchpaper ServiceDesk for Incident and Problem Management, but using another vendor's Change Management solution, and wishing to implement Touchpaper Change processes without affecting the way that users interact with the existing change request form, can do this by first implementing the Change solution, then using the Touchpaper Graphical Scripting Tool to map the fields from the original request form into the core Touchpaper service desk.
Additionally, the Touchpaper ITBM suite encompasses a range of Application Programming Interfaces (APIs) at all levels of the three-tier architecture (database, application, client) so that non-Touchpaper applications can easily be integrated and utilized.
Touchpaper Integration Team
Touchpaper recognizes that not every organization has the in-house skills to use the integration tools available or they have a particularly complex integration requirement that the organization would prefer to outsource.
Containing a broad range of technical expertise, this team provides a number of services to define, manage and implement complete integration projects from beginning to end. Specialist services can also be provided such as error trapping to identify the critical points of failure for integration projects that are not functioning properly and integration ratification to advise organizations on integrations they have carried out themselves.
About Touchpaper ITBM Suite
Touchpaper's ITBM portfolio, which has been verified as meeting the mandatory functional requirements for ITIL compatibility, provides an end-to-end solution covering all aspects of IT Business Management (IT service management, customer service solutions and network and systems management) in a modular form. Touchpaper's ITBM suite can help deliver projects that drive business growth and value; meet customer needs and pre-defined levels of service; achieve governance and regulatory compliance; link business and IT strategies, plans and relationships; demonstrate the business value of IT; apply metrics to IT; budget and manage IT spending; foster change in business processes and manage risk.
About Touchpaper
With over 20 years of experience, Touchpaper is one of the most established and respected international providers of IT Business Management (ITBM) solutions, encompassing IT Service Management, Customer Service Solutions and Network and Systems Management. Touchpaper now has over 1,800 customers around the world. Its headquarters are located in the UK, with offices in the Americas, Europe and Asia Pacific.
For further information, please visit our website at touchpaper.com or email intouch@touchpaper.com
* Touchpaper is a registered trademark of Touchpaper Software plc. All other trademarks, registered trademarks or service names are the property of their respective owners.
